SERVICE DEFINITION - HIV PAPER FREE ERP SERVICE

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Central Government

RM 1557

SERVICE DEFINITION -

HIV PAPER FREE ERP

SERVICE

HR & EMPLOYEE SERVICES | CASE MANAGEMENT | EDRM & DOCUMENT MANAGEMENT | FINANCE & ACCOUNTS

PARTNERSHIP THROUGH

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CONTENTS

1. Overview ... 5

1.1. HIV Paper Free EPR Service ... 5

1.2. HARS ... 6

1.2.1. Capture the information you and your service need. ... 6

1.2.2. Get the most out of your data. ... 6

1.2.3. Advanced clinic and appointment management. ... 6

1.2.4. Integrate with PAS ... 6

1.2.5. Tracking the Patient Journey ... 6

1.2.6. Replace Paper Case notes. ... 7

1.2.7. Tools for Teams. ... 7

1.2.8. Get the most out of Lab Results... 7

1.2.9. Keep in touch. ... 7

1.2.10. Out of the consultation room. ... 7

1.2.11. Inform HIV – HIV Paper Free EPR Benefits ... 8

1.3. Supporting Infrastructure ... 10

1.4. Public and Private Options ... 11

1.5. Additional Environments ... 11

2. Information Assurance ... 12

3. Business Continuity ... 13

4. On- & Off-Boarding ... 16

4.1. On-boarding Process - Public Online Inform HIV EPR Service ... 16

4.2. On-boarding Process - Private Online Inform HIV EPR Service ... 16

4.3. Off-boarding Process - Private/Public Inform HIV EPR Service ... 16

5. Pricing ... 17

5.1. Public Cloud Service Pricing ... 17

5.2. Private Cloud Service Pricing ... 17

5.3. Volume Discounts ... 17

5.4. Data Extraction ... 17

6. Service Management ... 18

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SERVICE DEFINITION - HIV PAPER FREE ERP SERVICE Status: Final 3 6.2. Constraints ... 18 6.2.1. Maintenance Windows ... 18 6.2.2. Permitted Customisation ... 18 6.3. Service Levels ... 19 6.3.1. Performance... 19 6.3.2. Availability ... 19 6.3.3. Support Service ... 19 6.3.4. Service Credits ... 20 7. Training ... 21

8. Ordering & Invoicing Process ... 24

8.1. Ordering Process ... 24 8.2. Invoicing Process ... 24 9. Termination Terms ... 25 9.1. By Consumers ... 25 9.2. By the Supplier ... 25 10. Consumer Responsibilities ... 26 10.1. General Obligations ... 26 10.2. Consumer's Information ... 26 10.3. Implementation ... 26 10.4. Training ... 26

10.5. Service Desk Support ... 26

11. Technical Requirements ... 27

11.1. Specification of machines accessing the on-line Inform HIV EPR Service ... 27

11.2. Bandwidth Requirements ... 27

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SERVICE DEFINITION - HIV PAPER FREE ERP SERVICE Status: Final

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1.

OVERVIEW

1.1.

HIV Paper Free EPR Service

HIV Paper Free EPR from Equiniti ICS and INFORM HIV is a comprehensive Health

Information System that unlocks the true benefits available technology has to offer. INFORM HIV has brought together all the key components required to support delivery of a modern HIV service. To improve patient access, support best possible clinical practice, increase efficiency in service delivery, improve resource utilisation and provide the information required to understand current trends and effectively plan future services.

From fulfilling business critical data returns to fully electronic patient records, the individual features of HIV Paper Free EPR Service can also be used to complement existing systems to enhance functionality or to gain additional benefits. The systems flexibility allows your service to create their own INFORM HIV solution to best suit the challenges you face. Standalone or integrated, INFORM HIV is configured in a number of different ways by our NHS customers and is being utilised for a range of specialities including; sexual and reproductive health (SRH), Genito-Urinary medicine (GUM), HIV, sexual assault (SARC), young parents support service (YPSS), chlamydia screening (NCSP), condom card scheme (C Card), psychosexual and specialist counselling services.

Available as individual products which can be seamlessly scaled to suit changing need, Inform HIV can be deployed as an HIV reporting system, to satisfy national and local reporting needs, as a Paper Light solution to support advanced clinic, appointment and waiting room management either stand alone or integrated to an existing Patient

Administration System, or as a fully paperless, functionally rich management system for HIV care, incorporating results integration, clinical data capture, patient management

dashboards and with the option to add Inform MDT, a secure, web based MDT management system.

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1.2.

HARS

INFORM HIV incorporates Public Health England’s HIV and AIDS Reporting System (HARS) dataset. HARS is set to replace SOPHID and eventually the New HIV Diagnosis and Deaths data return. HIV outpatient clinics who provide treatment to HIV patients are required to produce a quarterly data extract of all patient consultations relating to HIV care. Inform HIV provides easy to use tools to accurately capture and report the data required for the HARS dataset.

1.2.1.

Capture the information you and your service need.

Get on top of your business critical data requirements with an easy to use data capture and reporting system that includes HARS, SOPHID, HIV and AIDs New Diagnoses and Deaths, CQUIN, and GUMCAD. Inform HIV Reporting comes with the Inform Base EPR for HIV which comprises of a detailed demographic record for each patient, administrative, clinical and an HIV specific summary that provides clinicians with a well-rounded view of the patient’s record in a single summarised view. The HIV specific data collection tools allow data to be entered in real-time in the consultation room or retrospectively by the clinicians themselves or by their administrative support colleagues.

1.2.2.

Get the most out of your data.

Alongside the touch button extracts for the national data returns is our Reporting Toolset which provides you with a simplified yet comprehensive data source for detailed

interrogation and analysis of your HIV data.

1.2.3.

Advanced clinic and appointment management.

INFORM’s clinic and appointment management tools give you the choice and flexibility to manage your appointments in the way that’s right for your service. Adjust the length of time allocated to an appointment to suit the needs of the patient or set up structured

appointments slots to control more closely what services are available where and when. Whether the patient requires routine bloods, a follow up medical consultation or an urgent recall the Appointment Search tools will provide you with the ability to find the right appointment for the patient and their needs.

1.2.4.

Integrate with PAS

For Hospital environments, INFORM integrates seamlessly with your existing PAS capturing clinic and appointment details and allowing the ongoing HIV management within INFORM.

1.2.5.

Tracking the Patient Journey

The Waiting Room Management tools provide you with a real time overview of all your clinics and the ability to manage patient flow through clinic and patient handover between healthcare professionals. Get better visibility of the staff and patients in clinic the needs of the patients in clinic and who they are waiting to see.

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1.2.6.

Replace Paper Case notes.

INFORM’s Clinical EPR for HIV provides a comprehensive HIV focussed clinical record. The clinical EPR allows you to document efficiently the provision of care while presenting data in a way that aids understanding of the patient’s health.

1.2.7.

Tools for Teams.

From results review to risk assessments, care planning to wider social support for patients. INFORM provides an EPR designed for the whole team involved in HIV care. Consultants, Clinical Nurse Specialists and Health Advisors have the tools they need to document their care within a single electronic patient record.

1.2.8.

Get the most out of Lab Results.

INFORM Results provides a clinical view of test and result data that allows the tabulation and charting of result data. Compare the data you want, CD4, VL, ART the data collected and stored in the EPR and the Results tools provide you with the ability to overlay and compare data aiding the identification of trends and helping clinical staff to make informed choices for patient care.

1.2.9.

Keep in touch.

Letters, email, text message and phone. INFORM’s provides a full suite of communication tools to communicate with patients and other agencies involved in their care.

1.2.10.

Out of the consultation room.

From recalls and reminders to partner notification and management, the INFORM workload management tools provide task-centric views of your patients giving your staff a focussed view of the patients and the actions they require.

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1.2.11.

Inform HIV – HIV Paper Free EPR Benefits

Key points include:

 Single, comprehensive electronic patient record allowing capture of all clinical activity.

 Sophisticated data validation and data quality monitoring tools

 Full version history of all data captured available for review at the point of care

 All previously collected data available in context, at the point of care when recording today’s attendance notes.

 Tabulation and charting of results, ART and other clinical information

 Advanced tools to improve speed and efficiency of data capture

 Electronic results requesting, reporting and automated patient communications

 A highly intuitive, clear and consistent user interface, essential for user take up as well as patient safety.

 Specifically designed to support a wide range of Health Care Professionals manage the many aspects of their service in increasingly diverse locations.

 Sophisticated security and access controls to support role based, task based and clinical competency based user access.

 Touch button extracts for national data returns.

 Compliant as standard with all current NHS statutory reporting requirements for HIV.

 Fully supported to ensure ongoing compliance with all current NHS statutory reporting requirements for HIV.

 Customisable to capture all business critical data needs.

 Comprehensive Reporting Toolset for detailed interrogation and analysis of your HIV data.

 Powerful Clinic and Appointment Management tools or integration with existing PAS systems.

 Real time waiting room management tools for fast, efficient and highly visible management of clinics and the patient journey

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1.3.

Supporting Infrastructure

The Equiniti ICS Online-CRM Service is provided from its Belfast Data centre on HP rack mounted blade servers and storage solutions based on a mixture of HP EVA SANS and EMC storage technology. The communications infrastructure is based on Cisco switches and routers.

A typical hosted schematic would look like this.

SQL Server 2008

Application DB HR & Payroll DB

Citrix Server Farm Client Components

MS CRM MS Office Internet Explorer

HR & Payroll Change Works Now

Concept Evolution Business Intelligence

User Profiles Home Folders File Shares Active Directory Services

Anti-Virus Service URL Filtering Windows Software Update Service

Backup Schedules System Monitoring Network & Security Management

SQL Reporting Services (Sharepoint) Cloud Ci tr ix A cc es s G at ew ay Citrix A ccess G ate way MPLS Ema il Filtering Exchange Mailboxes W eb Br ow sin g Storage Requirements Services Client Components

Equiniti ICS provides the following support services:

 Server monitoring & administration

 Data storage & backup

 Data archiving

 Email services & email archiving

 Network Security

 Disaster recovery

 Provision of Data & Voice lines

 User Help Desk & UAR administration

Equiniti ICS complies with ITIL standards for Service Level Management. As standard, Equiniti ICS will appoint a Service Manager who will be responsible for managing and monitoring the service provided. The Service Manager is responsible for reviewing the performance of the service on a monthly basis to ensure that the service requirements are being met efficiently by the Equiniti ICS team.

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SERVICE DEFINITION - HIV PAPER FREE ERP SERVICE Status: Final

11 Reporting will cover: incident reporting, security breaches, requests for change, patches, cycles of upgrades, hardware replacement, Microsoft service pack roll out, mail box size etc. In addition to this a monthly report can be provided detailing the month’s activities. This will provide the client with early performance indicators as to how the service is being utilised and how Equiniti ICS is performing against the stated SLA’s. This report will provide the following summary information:

 Open calls – status

 Closed calls – root cause

 Planned downtime

 Requested downtime

 Virus report

 Backup and restore verification

 Storage information

 System alerts

1.4.

Public and Private Options

Equiniti ICS provide two implementation options for the on-line Inform HIV EPR Service.

 The Public on-line Service provides access to a multi-tenanted Inform HIV EPR Service implementation shared among different organisations

 The Private on-line service provides a dedicated Inform HIV EPR Service implementation for a single organisation

All data will be held in data centres located in the UK.

1.5.

Additional Environments

Equiniti ICS provides a single "production" on-line Inform HIV EPR Service environment as part of the standard Cloud Service costing. Additional environments can be provided for testing, support and training purposes, these will incur additional costs.

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2.

INFORMATION ASSURANCE

The Equiniti ICS Data Centre and associated hosting services are accredited to ISO/IEC 27001:2005. The ISO 27001 accreditation ensures Equiniti ICS maintains and continually reviews all Security Management Systems and Plans and also carries out regular risk assessments. The plans adhere to the security requirements for data classified at Business Impact Level 2 as standard. Equiniti ICS hosted systems are subject to 2 external audits per annum to maintain the ISO 27001 accreditation which means as a customer considering our datacenter you have a recognised industry security standard on which to benchmark your decision.

Equiniti ICS will work with client appointed auditors and network penetration testers if required however advance notice is required to ensure these activities are scheduled.

Equiniti ICS follows best practice security policy through all our hosted services solutions, using two different fully resilient firewalls implemented in a back to back configuration offering a high degree of protection. The firewall configurations consist of perimeter appliances configured as a high availability pair and the inner firewall is a clustered configuration. All network traffic, inbound or outbound, passes through the firewalls which are configured to allow only agreed addresses and protocols. The security of client systems is ensured by using VLAN technology which separates groups of virtual servers into logical networks and network traffic may only pass into or out of a VLAN if a specific firewall rule allows.

We have over 30 years experience delivering hosted high security solutions such as payroll and HR or Accounting systems and take a risk adverse approach to our service delivery. Our best practice security policies enable us to provide a dependable, highly secure and proven environment that offers up to IL3 security accreditations.

We provide protection against Malware from both a network standpoint via an Intrusion Prevention System on the inner firewall cluster, application security exploit protection on the perimeter load balancer as well as on all servers on the network utilising System Centre Endpoint Protection 2012. This covers not only anti-virus but extends to cover spam, phishing and functions as a host intrusion prevention product.

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3.

INFRASTRUCTURE AND BUSINESS CONTINUITY

Equiniti ICS offer a comprehensive application or full desktop hosting service which can provide either a shared Public Cloud environment or a Private Virtual Cloud solution with dedicated virtual servers running the complete range of services required. The physical infrastructure is provided on enterprise class hardware components using the latest HP Blade Servers housed within HP

BladeSystem c7000, EMC SANs for the storage and Microsoft Hyper- V for the virtual infrastructure. Infrastructure

Servers

The HP BladeSystem c7000 enclosure provides all the power, cooling and I/O infrastructure needed to support the modular servers and redundant interconnect components required to deliver the service. The Intelligent Power Module automatically maps servers to their power source verifying power redundancy in the process. HP Insight Control provides the server management.

HP BL465 Server Blades configured as part of a Hyper V cluster are used to provide the virtual servers required with capacity in each for failover which rules out any single server hardware points of failure. The HP BL465 Server Blades have the latest AMD processors and integrated HP Virtual Connect FlexFabric architecture and these servers will deliver the performance required for the most demanding of application workloads.

Storage

A pair of EMC VNX SANs is used to provide the shared storage for the Equiniti ICS hosting services and these SANS provide high availability by using redundant components (power supplies, fans, and storage processors) as well as dynamic failover and failback.

The EMC VNX has been designed to take advantage of the latest innovations in Flash drive

technology and the combination of Flash drives and hard disk drives delivers a balanced solution of performance and efficiency. The performance of the SAN is significantly enhanced by using the EMC FAST Suite on the VNX SAN which tiers data across heterogeneous drives and boosts the most active data to cache. The efficiency of the SAN can be improved by using file level de-duplication which reduces the disk space used by selectively compressing and de-duplicating inactive files. The ability to upgrade system software or hardware while the VNX system is running is another key feature which makes this SAN a robust and resilient solution for shared storage.

The EMC VNX SAN solution will encrypt all data written to the SAN disks. PowerPath Encryption with RSA is a host-based, data-at-rest encryption solution that is a modular enhancement to the well-known multipathing, load-balancing, and failover capability. Because of PowerPath’s unique position in the I/O stack, upper-level applications are unaware that data is being encrypted; therefore, applications require no change.

VNX Host Encryption enables compliance with internal, private, and government standards— including the Payment Card Industry Data SecurityStandard (PCI DSS), one of the most widely applicable compliance standards in use today.

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remote DR site providing a recovery point objective of less than 1 minute. This is critical for assured recovery of data within a time objective which suits most clients.

Virtualisation

Microsoft Hyper-V is the virtualisation solution of choice for the Equiniti ICS hosted cloud service. Microsoft Hyper-V provides a dynamic, reliable and scalable virtualisation platform with a single set of integrated management tools to manage both physical and virtual resources. Leveraging the clustering capabilities of Windows Server 2012, Hyper-V provides support for disaster recovery within the local environment and across data centres. Equiniti ICS uses this technology to provide many virtual servers on each physical server, maintaining isolation, we balance the workloads across the different resources. Hyper-V includes business continuity features, such as live backup and quick migration, enabling stringent uptime and response metrics to be met. Hyper-V together with Microsoft System Centre 2012 ensures the Equiniti ICS Hosting Service offering is dynamic and agile. Microsoft’s Hyper-V hypervisor provides a scalable solution for virtualisation on the Windows Server platform and many of the advanced features of the Hyper-V environment are enhanced by the highly scalable EMC storage array.

Network

The network components are designed with both resilience and security in mind. Our datacenters are linked with multiple fibres and a minimum of 1Gb speed is available throughout the hosting environment. All servers within the blade enclosures perform at 10Gb network speeds. The network is built using a range of Cisco switches and port security is applied on each switch which prevents any device connecting to the network.

Guaranteed separation of the client systems is secured using VLAN technology which separates groups of servers into logical networks. Virtual LAN or VLAN is a concept of partitioning a physical network, so that distinct broadcast domains are created preventing traffic from one VLAN reaching another VLAN.

Environmental Monitoring

Environmental monitors are installed which monitor temperature, humidity and other

environmental conditions in the data centre. The monitors are user configurable with high and low warnings and critical temperature and humidity thresholds. Email and SNMP alerts are sent to the technical support help desk system when conditions are abnormal and in addition to this the Alert Centre facility is used to provide automated telephone voice and text alerts 24/7 to the technical support mobile to give early warning of impending computer room problems. Equiniti ICS Cloud Services include backup and recovery procedures to ensure system availability and data retention in the event of a system failure or disaster occurring. The hosting service is provided from a main data centre with a backup DR facility located 6 miles away.

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Business Continuity

Data Replication

For business continuity purposes if a client has requested Disaster Recovery services all data is replicated to the remote site using SAN to SAN replication.

RecoverPoint

EMC RecoverPoint provides continuous data protection with multiple recovery points to restore applications instantly to a specific point in time.

Tape Backup Services

Tape backups of specific systems are scheduled to run each night and the tapes are taken off site to a secure storage area within our remote DR site each day before 11am. Tapes are transferred by Equiniti ICS staff.

The standard tape backup service operates with multiple clients data being written to a single set of tapes. Options are available to provide a separate backup service with a separate set of tapes for an individual client, encryption of all data written to these tapes or an increased backup cycle.

A 2nd backup server is installed in the DR site and gives catalogues etc for a faster recovery from tape if required.

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4.

ON- & OFF-BOARDING

4.1.

On-boarding Process - Public Online Inform HIV EPR Service

 Clients complete standard registration/order form

 Clients provide file containing user details for loading

 Standard Inform HIV EPR Service configuration is provided, normally within 48 hours

 If configuration is required then a specification will be agreed along with costs and implementation plan for this work

4.2.

On-boarding Process - Private Online Inform HIV EPR Service

 Clients complete standard registration/order form

 Clients provide file containing user details for loading

 Standard Inform HIV EPR Service configuration is provided, normally with 5 working days

 If configuration is required then a specification will be agreed along with costs and implementation plan for this work

 If dedicated communication links are required then specification will be agreed and implementation plan provided

4.3.

Off-boarding Process - Private/Public Inform HIV EPR Service

 Clients must provide 1 month notice of termination and complete service termination form

 An exit plan will be agreed including data extract arrangements.

 Data can be extracted in .CSV, .XML or .XLS format

 Data volumes over 100GB will require individual extraction plan including agreement on extract media

 After contract termination, all live client data will be deleted. All customer specific backup tapes will be destroyed. Client data may still be held on shared system backup tapes. If clients require to have individual backup tapes and not be part of the shared backup this must be notified at time of ordering. There is an additional charge for providing individual backup services.

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5.

PRICING

5.1.

Public Cloud Service Pricing

There is no server setup charge associated with this service however a dedicated communications setup charge may be applicable.

Service Charge £ 4,170 for up to 750 patients.

Discounts are available for patient requirements over 750.

Standard service charge covers up to 100GB data storage. Additional storage can be provided at £ 20 per 100GB per month.

5.2.

Private Cloud Service Pricing

There is no server setup charge associated with this service however a dedicated communications setup charge may be applicable.

Service Charge £ 6,250 for up to 750 patients.

Discounts are available for patient requirements over 750.

Standard service charge covers up to 100GB data storage. Additional storage can be provided at £ 20 per 100GB per month.

5.3.

Volume Discounts

Volume discounts available for user numbers over 100. Price provided on application.

5.4.

Data Extraction

Standard charge to provide data extract of volumes up to 100GB is £ 1,000 including media cost. The extract will be provided using standard routines to .CSV, .XML or .XLS format. Volumes over 100GB will require agreement on extract media and format and will be individually priced.

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6.

SERVICE MANAGEMENT

6.1.

Introduction

Equiniti ICS provides Service Management arrangements based on ITIL principles, complying with defined service levels covering support response times, defect resolution times, maintenance updates, system upgrades, and change controls.

The customer will receive full maintenance for the overall solution which may include software and database updates, fixes and support for any new functionality that has been developed specifically for the customer.

The on-line Inform HIV EPR Service will be configured to meet an agreed functional

requirements specification. After the functional specification is agreed, the solution can only be modified through a formal Change Control procedure. This ensures that ongoing

development of the system will be fully controlled.

We have a full complement of support staff to manage the systems and availability of the Equiniti ICS Cloud Services, with the Availability Management team providing 24x7 cover for our datacentre to manage incidents arising and alerts raised by the system management tools. The system tools adopted allow the System Manager to monitor the performance and availability of individual components of the system. Any alerts requiring escalation are passed to technical experts in the appropriate areas.

The Equiniti ICS support service is both proactive and reactive, taking the lead on preventative measures by utilising the latest analytical tools such as HP SIM and Advent OpManager for critical components such as the servers and network switches. OpManager is a powerful fault and performance management tool for the network, which performs system health checks and trigger alerts in the event of an error occurring or systems operating outside of predetermined thresholds. The tool provides warnings and threshold exceptions for a wide range of issues such as environmental conditions, hard drive SMART warnings, and other predictive errors as well as actual failures.

6.2.

Constraints

6.2.1.

Maintenance Windows

Equiniti ICS will perform updates on a pre-published schedule, normally outside of standard working hours. Customers will be given at least two weeks notice where possible of

scheduled maintenance tasks.

6.2.2.

Permitted Customisation

The on-line Inform HIV EPR Service solution will be configured to meet an agreed functional requirements specification with each customer. After the functional specification is agreed, the solution can be modified by Equiniti ICS through a formal Change Control procedure. This ensures that ongoing development of the system by Equiniti ICS will be fully controlled.

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6.3.

Service Levels

6.3.1.

Performance

Response time target for accessing screens of the Inform HIV EPR Service should be within 3 seconds (at a minimum) 99% of the time.

Response time target for simple searches for information and displaying results within the system should be within 5 seconds 95% of the time.

Response times exclude network latency.

6.3.2.

Availability

Standard system availability target of the online Inform HIV EPR Service is 99.5%.

6.3.3.

Support Service

6.3.3.1.Support – Summary

Equiniti ICS proves a single contact point for all problems including advice on all aspects of the solution be it on the hardware or software side. This is provided through a Help Desk that is available as a standard service from 09:00 to 17:30, Monday to Friday. Additional support, including cover for weekends, evenings, bank/public holidays, and 24x7 ‘on call’ support, can be arranged on a short- or long-term basis if necessary and we would be pleased to discuss this further with customers.

Response times vary according to Service Level Agreements (to be formally agreed with the client on award of contract); our standard response time for a medium priority call is 4 hours.

Exact levels of support/response times need to be agreed with the customer and we welcome further discussion on this.

Customers must provide a Service Manager as a single liaison point for co-ordination of support issues.

6.3.3.2.Call Logging

The primary means of logging all calls, incidents and queries is via the Equiniti ICS Call Service Desk using the following e-mail address: ISDSupport@Equiniti-ICS.com. The secondary means of contact to the Equiniti ICS Service Desk is via the following telephone number: 028 9045 4166. Calls may also be logged on the Equiniti ICS Call Handling web interface via the following web link:

https://www.isd.equiniti-ics.com/isdsupport

Support and maintenance calls are recorded by support receptionists allocated to a Service Desk. The Service Desk will record all support calls on the Call Monitor system detailing:

 Date and Time of Call Receipt

 Client Code and Contact

 Nature of Call

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Service Desk will inform the caller of this number. The call details are then passed to the most appropriate functional/technical person to be resolved, and the progress of the support call monitored with the assistance of the Call Monitor application to ensure a prompt follow-up. The technician will progress the call through to resolution and will involve other support resources, including 3rd party organisations, as appropriate. Calls will only be closed when the client is content that the call has been resolved to its satisfaction.

The client has the right to escalate calls of particular urgency; escalation procedures exist to ensure that all required resources are assigned to a critical problem.

6.3.3.3.Response Times

Standard Equiniti ICS support and maintenance agreements provide guaranteed

acknowledgement and targeted resolution of issues within the agreed service level. See below for the standard SLA.

Priority Response

Time

Incident Description Target Fix Time

1 - Critical 1 hr Critical business impact – for example:  Entire System is unavailable e.g.

client unable to access the online Inform HIV EPR Service.

Within 1 Working Day

(with a

workaround within 4 hours)

2 - High 2 hours Major business impact – for example:  An important component of the

System is unavailable

Within 2 Working Days

3 - Medium 4 hours Medium business impact – for example:

 A component of the System is subject to fault but a workaround exists

*Fixed for Release within 10 working Days

4 - Low 8 hours Minor business impact including:  functionality problems of a

cosmetic nature; or

 Request for advice or guidance.

As agreed

6.3.3.4.Problem Management

If, in the resolution of any incident, an underlying issue is detected that may lead to further re-occurrences of the same incident, Equiniti ICS may record a ‘problem’ call that will be progressed and monitored as any other call in the system. The client will be kept informed of such calls.

6.3.4.

Service Credits

The standard online Inform HIV EPR Service does not include provision of service credits for failure to meet the standard service levels. An enhanced service including service credit

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7.

TRAINING

Training is tailored to each individual organisation requirements. It is charged on a daily rate basis as per SFIA table.

Training Approach

Equiniti ICS offers training that is closely tailored to project requirements and provided by training professionals with project-specific application expertise, meaning Central Government organisations can be confident in the quality and efficacy of the service. Good training ensures fast end user adoption of new or upgraded technologies, allowing Central Government organisations to realise the benefits of their investment immediately. Equiniti ICS are highly experienced in training delivery in the public, private and third sectors with projects ranging from 18,000 users to one-to-one training with people with disabilities. Training success is assured by ensuring people are at the centre of the training – and are well informed in relation to the project objectives, outcomes and approach to delivery. At all stages a Training Consultant will work with the organisation to ensure a clear strategy and delivery structure in relation to the project, the types of users and their needs. We will also ensure that the training meets the organisation’s exacting requirements and that Super Users, Trainers and Champions are confident in the process of training to be provided. Equiniti ICS can offer a full training package, or 'train the trainer' sessions, providing delivery ensuring best value for money and promotion of overall user adoption and knowledge transfer. This approach allows Central Government organisations to take ownership of the training element of the project, ensuring that it is able to retain the relevant knowledge in-house and so deliver additional, top-up, and cross-skilling training.

In addition, the Training Department at Equiniti ICS Equiniti can produce professionally designed training materials and documentation and can offer post go-live training delivery, support and consultancy.

Equiniti ICS believes that successful training depends on pre- and post-course delivery planning, as well as on what happens in the classroom itself. When compiling a training plan we factor in pre-delivery, pre-delivery, and post-delivery tasks.

Pre-course Delivery

Equiniti ICS believes that the greater the effort put into pre-course preparation, the more likely it is to succeed in delivering the requirements. Acquiring a combination of organisational knowledge, context-specific technical knowledge, and an understanding of the experience of Central

Government personnel is essential to this success.

Organisational Knowledge Knowledge gathering Training Needs Analysis Course development & pilot Develop customised courseware Delivery Post-delivery support

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regarding the customer’s business/strategy, the systems, working practices and procedures, and the reasons behind the decision to conduct a training rollout. Subsequently, before embarking on any course design, Equiniti ICS proposes to work with the Central Government organisation to define clear, workable training requirements based on an understanding of Central Government’s core services, strategy, and objectives. In organisations where we are involved in defining the “as-is” and “to-be” processes we achieve a high level of understanding of the business and are therefore best placed to deliver relevant training of the highest quality.

Training Needs Analysis (TNA)

Equiniti ICS will co-operate with Central Government organisations in conducting detailed TNA to identify the exact skill levels and training requirements of the organisation and potential G-Cloud users. This will allow Equiniti ICS to establish the most appropriate course content; a copy of the TNA will be provided to the organisation. Ideally, Equiniti ICS will operate a two-phase approach to conducting the TNA, using a combination of questionnaires and interviews to obtain the most accurate response.

Course Development

Having completed the process of requirements analysis through meetings with Central Government staff and conducting a TNA, Equiniti ICS will develop the training programme and present our recommendations/course outline(s) to Central Government for approval. We often prefer to conduct a pilot of the course, to be sure of its suitability to Central Government’s needs.

Customised Courseware/Documentation

Each delegate attending an Equiniti ICS/Central Government training course will receive a

comprehensive, professionally designed training manual specifically written for Central Government G-Cloud training rollout. In this way your particular needs can be targeted and worked examples provided which are specifically tailored to the business application being trained. Equiniti ICS also recommends that manuals be made available electronically on the organisation’s intranet.

Delivery

Training will be provided either onsite at Central Government’s offices, Equiniti ICS premises, or an agreed 3rd party location. Our experience indicates that learning is best achieved in small classes of up to 8 delegates, where each attendee has access to their own computer as well as other visual aids such as presentations and demonstrations. Equiniti ICS advises its customers to hold training as close as possible to the go-live date so that the trainees can put their newly acquired knowledge into

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23 Post-delivery – support during first phase of “go-live”

During the first days of go-live, Equiniti ICS can provide “floor walkers” available to answer queries, and will also place one or more senior Technical/Functional Consultants on site to iron out any teething problems.

The Training Department at Equiniti ICS are happy to discuss specific client requirements in relation to training and associated learning management.

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8.

ORDERING & INVOICING PROCESS

8.1.

Ordering Process

 Clients must complete standard registration/order form, provided on-line, this includes:

o Client Details

o Online Inform HIV EPR Service Name (by default the Client name)

o Number of Users Required

o Additional Environments Required

o Additional storage required (if applicable)

o Specification of Customisations Required (If applicable)

o Specification of any specific communications requirements

 Equiniti ICS will provide order confirmation form including detailed cost breakdown

 Customer must confirm acceptance of order confirmation and associated terms and conditions

8.2.

Invoicing Process

 Clients will be invoiced on a monthly basis

 Payment must be made within 30 days using bank transfer to the Equiniti ICS banking details provided.

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9.

TERMINATION TERMS

9.1.

By Consumers

Consumers must give one month notice of termination.

9.2.

By the Supplier

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10.

CONSUMER RESPONSIBILITIES

10.1.

General Obligations

The Consumer shall be responsible for providing all agreed information and data to enable Equiniti ICS to perform its obligations under this Agreement.

The Consumer shall provide Equiniti ICS with reasonable access to appropriate members of the Consumer’s staff, as may reasonably be required, after reasonable notice having been given by Equiniti ICS, so that Equiniti ICS can discharge its obligations under this Agreement. The Consumer shall provide suitably qualified staff to fulfil the Consumer’s roles and duties under this Agreement.

The Consumer shall comply with any obligations placed on it in the Security Policy.

10.2.

Consumer's Information

The Consumer shall respond and/or provide such documentation, data and/or other

information that is within its immediate control, that Equiniti ICS reasonably requests that is necessary for the Equiniti ICS’s performance of its obligations under this Agreement. The Consumer shall, throughout the Term, provide to Equiniti ICS timely notification of Consumer policy and/or regulation changes which impact on the provision of the Services.

10.3.

Implementation

The Consumer shall make best endeavours to perform those obligations specified in any agreed implementation plan.

10.4.

Training

The Consumer shall ensure that all staff using the service are given appropriate training.

10.5.

Service Desk Support

The Consumer shall provide a Helpdesk which shall:

 be available to all Consumer staff to report queries, incidents and problems with the Service. If the Consumer's Helpdesk is unable to resolve these, it will report them to Equiniti ICS’s Service Desk for attention or resolution.

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11.

TECHNICAL REQUIREMENTS

11.1.

Specification of machines accessing the on-line Inform HIV EPR Service

As a guide the system will typically be able to be used on standard computer hardware available for the past five years.

The browsers officially supported are:

 Internet Explorer 7 and above (32-bit & 64-bit)

Note that other browsers, whilst not officially supported, may display on-line Inform HIV EPR Service with little or no issue. Please contact us for further details.

11.2.

Bandwidth Requirements

As with any browser based system, the greater the bandwidth that the end user has available the faster their connection will be to the hosted server side application. The time required to

upload/download documents will be dependent on the document size and the speed of the internet connection.

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12.

TRIAL SERVICE

Figure

Updating...

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